New Calabrio ONE Suite Release Provides Significant Enhancements for Agent Engagement
MINNEAPOLIS – Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, has released the latest version of its industry-leading Calabrio ONE product suite. Important new features have been added to the Quality Management, Workforce Management and Analytics modules.
“Customers’ needs continue to drive our innovation,” said Calabrio President and Chief Executive Officer Tom Goodmanson. “We always are listening to our nearly 4,000 clients and their customers around the globe. And we’re committed to meeting their needs through superior software solutions backed up by best-in-the-industry customer support. At our core, we believe the best software revolves around the needs of the people who use it, not the companies that make it. That’s why all of our product releases are based heavily on customer feedback.”
Calabrio ONE has been significantly enhanced to engage agents, allowing them to work smarter and with more autonomy around scheduling. It also delivers rock solid stability and increased enterprise readiness through such features as administrative auditing framework, increased administrative partitioning, and post-call follow-up survey integration. The new version of Calabrio ONE was previewed at Calabrio’s Customer User Group in Minneapolis and received high praise from customers, including Vitas Healthcare Senior WFM Manager Laura Lukic.
“We’re impressed with the Calabrio ONE upgrades, such as shrinkage calculation and the gamification framework with mentoring,” said Lukic. “With seven call centers across the nation, it’s important to be able to recognize and incent our agents. The gamification feature encourages great performance, which will allow us to increase agent recognition frequency and keep our agents feeling appreciated for the great work they’re doing.”
Calabrio also included a new scheduling concept called Dynamic Scheduling, which is designed to support agents aligning their scheduling needs with the staffing requirements and scheduling rules of the business. It allows agents to participate in the scheduling process at a level previously not possible.
“Dynamic scheduling will be beneficial for us, particularly because it includes blended multi-channel and multi-skill scheduling,” Lukic said.
“Many of our agents are nurses, so it’s important not to just have the right number of staff but also the right mix of medical and non-medical experts during any given shift. The new version of Calabrio ONE will make getting that mix right much easier. . . All of these new upgrades are completely in sync with what organizations like mine need to keep pace in our contact centers. I’m pleased because Calabrio really understands our business and the Calabrio support team is always there for me,” Said Lukic.
About Calabrio, Inc.
Calabrio delivers workforce optimization (WFO) and analytics solutions that elevate the customer experience and drive strategic business growth. The company’s integrated Calabrio ONE® software suite—including call recording, quality management, workforce management and analytics solutions—empowers contact centers of all sizes to optimize agent performance and liberate the data that provides true insight into the voice of the customer. With more than 4,000 clients worldwide, Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has twice been named a “Visionary” by Gartner in its Magic Quadrant for Contact Center Workforce Optimization (2012/2013)*. The company also is a member of the Cisco Developer Network (CDN), and a technology partner within the Avaya DevConnect program.
Find news and information at www.calabrio.com.
Follow Calabrio on Twitter at: http://www.twitter.com/calabrio
Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.
*Gartner, Inc., Magic Quadrant for Contact Center Workforce Optimization, Jim Davies, November 20, 2013. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.